---
sourceDocument: Brazil Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-relationship-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Relationship Management

ft:clusterId :

    - crm

bundleId :

    - crm

workflow :

    - CRMI


---

# Product catalog

# Product catalog {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Product catalog

The product catalog in ServiceNow defines the products and services your organization sells and supports, connecting offerings to customer purchase records and service requests.
It is built aroundproduct models, which represent the types of goods and services provided.
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## Catalog structure

The catalog is organized into three interconnected layers:

* **Product models:** Core definitions of goods and services your organization offers and supports.
* **Service offerings:** Linked to product models, these represent specific support tiers for customers and provide entitlement visibility to agents handling cases.
* **Catalog items:** Requestable entries used by customers and agents to raise service requests, linked to product models to enable requests based on owned products.

## Catalog connections across CRM

Sold product records reference product models in the catalog, ensuring consistency between sales and service. Service offerings flow through to sold product records, enabling agents to see customer entitlements during case management.

In Sales CRM, the product catalog underpins Configure, Price, Quote (CPQ) processes by enforcing product definitions, pricing tiers, and bundling rules at the quoting stage, ensuring alignment between what is sold and supported.

## Use across CRM and Industry solutions

The product catalog acts as a shared resource across CRM applications and industry solutions, providing a unified foundation for selling, fulfillment, and service:

* **Customer Service Management (CSM):** Agents use catalog items to raise service requests; entitlements restrict visibility to relevant offerings.
* **Sales CRM and CPQ:** The catalog supports quoting and ordering, with sold product records tied back to catalog definitions.
* **Self-service portals:** Customers can view purchased products and submit service requests directly from catalog items without agent involvement.
* **Industry solutions:** Extend the catalog with vertical-specific models and offerings, such as network services for telecommunications, equipment and warranties for manufacturing, and financial products for financial services.  
A product catalog defines the products and services that your organization sells and supports.

## Product catalog overview {#crm-product-catalog__section_z3k_yng_y3c}

The product catalog connects what your organization offers to the records that track what customers have purchased and the requests they can make. It is structured around product models like the types of goods and services your
organization offers.

## Catalog structure {#crm-product-catalog__section_awl_5zl_y3c}

The catalog is organized in three layers that connect what an organization offers to what customers can request.

* Product models: Define the types of goods and services your organization sells and supports. Product models are the foundational entries in the catalog and everything else references them.
* Service offerings: Associated with product models to represent specific support tiers available to customers. Service offerings flow through to sold product records, giving agents visibility into a customer's entitlements when a case is opened.
* Catalog items: The requestable entries that customers and agents interact with. Catalog items are linked to product models through product-to-catalog item relationships, allowing customers to raise service requests directly from the products they own.
{#crm-product-catalog__ul_fmd_vzl_y3c}

## Catalog connections across CRM {#crm-product-catalog__section_dbr_c1m_y3c}

Product models in the catalog are referenced by sold products. When a product is sold, the sold product record points back to the catalog entry that defines it. Service offerings associated with a product model flow through to sold
product records, giving agents visibility into a customer's entitlements when a case is opened.

In a Sales CRM context, the product catalog also underpins CPQ. The product definitions, pricing tiers, and bundling rules that CPQ enforces at the quoting stage are built on the same catalog foundation, ensuring consistency between
what is sold and what is supported.

## Product catalog across CRM and Industries {#crm-product-catalog__section_sz3_21m_y3c}

The product catalog is a shared resource across the CRM portfolio and its industry solutions. Because all CRM products reference the same catalog, what is defined once is available consistently across selling, fulfillment, and service.{#crm-product-catalog__table_eem_y1m_y3c__entry__2}

| Product | How the catalog works |
|-|-|
| CSM | Agents use catalog items to raise service requests on behalf of customers. Knowledge bases and service offerings in the catalog can be configured with product entitlements so that customers and agents see only the items relevant to what has been purchased. |
| Sales CRM and CPQ | The product catalog is the foundation for quoting and ordering. CPQ enforces product definitions, pricing tiers, and bundling rules defined in the catalog at the quoting stage. When an order is placed, the sold product record references the catalog entry that defined it. |
| Self-service portals | Customers interacting with the Customer Service Portal can view their purchased products and raise service requests directly from the catalog items associated with those products, without agent involvement. |
| Industry solutions | Industry solutions extend the product catalog with vertical-specific product models and service offerings. Telecommunications organizations use the catalog to define network services and bundles. Manufacturers define equipment and warranty offerings. Financial services organizations define financial products available for self-service requests. |
[Table 1. Product catalog across the CRM portfolio]

{#crm-product-catalog__table_eem_y1m_y3c}